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Hello

I have on June 11, 2025

Deposited 2 x €20 to receive the bonus shown in the screenshot.

I deposited €20 twice because the bonus didn't work the first time. I only played the 90 free spins, then cancelled the bonus and wanted to withdraw.

Then I had to verify my identity, which I successfully completed.

They cancelled my withdrawal but only credited me with €20 and a small amount from a free bet. They claim they underpaid me by €20. She's being stubborn in the chat.

Hallo

Ich habe am 11.06.2025

2x 20€ eingezahlt um den im screenshot angegeben bonus zu erhalten.

Ich habe 2 x 20€ eingezahlt weil es beim 1. Mal nicht geklappt hatte mit dem bonus. Ich habe nur die 90 freespins gespielt habe dann den bonus abgebrochen und wollte auszahlen,

Dann sollte ich mich verifizieren, was ich auch erfolgreich absolviert habe.

Jetzt haben sie meine Auszahlung storniert mir aber nur 20€ und ein bisschen geld von einer freebet gutgeschrieben. Sie habe mir 20€ zu wenig erstattet. Im chat stellt sie sich auf stur.

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Dear CoreStyler,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

You didn't understand my problem.

I deposited €20 twice and requested a withdrawal; this withdrawal was cancelled, however, my casino account was only credited with €20 instead of €40.

Sie haben mein problem nicht verstanden,

Ich habe 2x 20€ eingezahlt und eine auszahlung beatragt diese auszahlung wurde storniert allerdings wurden meinem casino account nur 20€ statt 40€ gutgeschrieben.

Dear CoreStyler,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear CoreStyler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru